WICHE (Western Interstate Commission for Higher Education)

WCET – Western Cooperative for Educational Telecommunications

– A national leader in helping states and institutions to use new technologies more effectively for improved education

www.wiche.edu

Guide to Developing Online Student Services

The Guide to Developing Online Student Services is intended to help higher education institutions develop effective online approaches to delivering student support services. It provides:

– General tips for designing effective online student services;

– Brief discussions on a range of student support services, especially the needs of online and distant learners; and

– Guidelines for basic good practice in delivering these services via the Internet; and

– Examples of some institutions that use the Internet to offer students a variety of opportunities for self-help and customized services in addition to providing information and electronic forms online.

Tips for Designing Web-Based Student Services

Feature online and distance learning opportunities prominently on your home page

Be consistent in design throughout the site Remember to create links to and from other relevant

pages throughout your institution's Web site Keep your focus on meeting students' needs Provide quick access to "a real person" on every

page (continued)

Tips for Designing Web-Based Student Services (continued)

Use terms that students understand Link to external sites when they would be helpful Make services user-oriented and process-driven

rather than provider-oriented Enable students to do as much business online as

possible Be sure that your Web pages are themselves

accessible to users with disabilities

Information for Prospective Students

Make online learning opportunities highly visible and clearly organized on your institution's Web page.

Give a real sense of your institution and its distance learning offerings.

Offer prospective students the opportunity to assess their personal readiness for an online course or program.

Provide information and/or tools for assessing hardware and software capabilities.

Include FAQs on costs, transferability, timing, and equipment related to your online or other distance learning offerings.

Describe how to get additional information about online programs and how to contact someone who will answer any additional questions.

Admissions

Describe the admissions process. State the admission requirements. Identify and describe methods for obtaining

and submitting an application. Provide an online application form along with

clear instructions. List deadlines.

Financial Aid

Include general information about financial aid. Identify and describe the various types of financial

aid available. Detail the costs of attendance. Describe the application process. State all institutional financial aid policies. Provide your Federal School Code for the FAFSA

application. (continued)

Financial Aid (continued)

List deadlines and other important dates. Link to the online Federal Free Application

for Federal Student Aid (FAFSA). Supply other applications and relevant forms. Link to related sites.

Registration

Describe the registration process. Identify and describe all registration

methods. Define relevant policies. Provide an online schedule planner. Provide an online registration form along with

clear instructions.

Orientation Services

Give a sense of what it is like to be a distance or online learner.

Offer tips for success in an online environment. Describe or link to all requirements, important

policies, cost information, student services, and information on how to get help.

Define the technical knowledge needed and describe the steps to access online courses.

Link to all student services available to distance learners.

Academic Advising

Offer one-on-one access to advisers. At a minimum, define all general education and

major requirements clearly and concisely. Give self-help pointers. Link to automated transfer/articulation information. Make advising guides accessible online to faculty,

students, and/or advisors.

Technical Support

Describe services and provide introductory information.

Post scheduled network down times and maintenance.

Provide online tutorials and documents. Provide self-help tools. Offer assistance through a student help

line/help desk.

Career Services

Describe services and make clear who is eligible for them.

Provide self-help career tools, including on-line tutorials.

Summarize opportunities for in-school career exploration.

Offer assistance in education-to-career planning. Display local and national job listings.

Library Services

Provide orientation materials. Include information on how to contact a librarian with

special expertise in serving distance students. Provide remote access to electronic resources and

basic instructions for accessing electronic resources. Offer reference support via email and/or phone. Provide document delivery services and put

necessary forms on the Web for students to download or complete online.

Provide online tutorials on how to do library research.

Services for Students with Disabilities

Include general information. List eligibility and documentation

requirements. Identify and describe available services. Link to related sites.

Personal Counseling

Describe personal counseling services. Provide help for those experiencing a mental health

crisis. List and introduce the Counseling staff. Provide self-help articles. Link to self-help materials developed by other

college and university counseling centers. Address confidentiality issues.

Instructional Support and Tutoring

Provide online tutoring opportunities. Give contact information to enable students

to ask questions or seek assistance via the phone and/or fax.

Link to external instructional resources and tutoring.

Present tips for study skills and test-taking.

Bookstore

Show merchandise. State any relevant policies. Offer an online method to look up course textbooks

and materials. Identify and describe each method available for

ordering textbooks. At a minimum, provide an order form to assist in

placing orders via fax or phone. Accommodate online textbook orders. Deliver purchases to an off-campus address.

Services to Promote a Sense of Community

Develop a student government for distance learners.

Develop a newsletter for distance students. Use your Web site for special

announcements and to highlight chat rooms of potential interest to off-campus learners.

Establish a virtual community through a MOO.

Additional Services

eStudent Services Workgroup has identified two additional services -

Health Services Student Life